30 April 2012

Issue Tracking And User Support In Outlook

Folder HelpDesk logoVersion 12 of the issue tracking application for Outlook will soon be released, and today I can show you the new slide show. If you are into user support or incident management  I suggest you have a look at it, to get an introduction to Folder HelpDesk!

Convert incoming Outlook e-mails into support tickets
With Folder HelpDesk incoming e-mails are converted into support tickets right inside Outlook, and a workgroup can co-operate on taking care of incidents, solving issues and giving user support without ever having to leave Outlook. The product is highly customizable, and you may use either a shared mailbox or a public folder to share the support tickets.

Slide show presentation
I have written about Folder HelpDesk before, both generally about version 12 and in descriptions of the automatic e-mails sent out by the application and of the e-mail history options. Maybe you have read these blog posts and want to know more? The slide show below gives you an introduction to Folder HelpDesk.

Helpdesk usage and settings
The show begins with some user support cases, where incidents are reported by telephone or e-mail and converted into tickets. After that presentation there are some slides for the administrator, where we show how to make the most common settings. Much more info can be found in the Folder HelpDesk user manual, which will soon be released also. The slide show is just an overview over how our issue tracking application works.

Statistics and reporting tool
Folder HelpDesk has an integrated statistics tool, OLAP Reporting Tool for Excel. This is an advanced report generator which gives managements a useful tool for creating all kinds of reports and study how tickets have been handled.

Knowledge base
There is also a knowledge base connected to Folder HelpDesk. Before a support case is closed you can save the ticket as a knowledge base article by just pressing a button in the Folder HelpDesk ticket. As the knowledge base articles can be full text searched and also sorted in categories, it is easy to find the solution to an earlier issue if it should occur again. The name of the knowledge base is KBase, and just like OLAP Reporting Tool it is also sold as a separate product.

Many organizations worldwide already know how the helpdesks can facilitate their user support and issue tracking. Folder HelpDesk has been on the market for 12 years - earlier under the names Outlook HelpDesk and Public Folder HelpDesk - and we will continue adding new features that will make the issue tracking even more smooth and easy.

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